36 results found
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Groups from Intercom
I want to use my Group hierarchy from Intercom inside Playvox. Right now, we can't use these groups for Quality filters. I would also like those groups to be displayed under the General Info tab.
2 votes -
Ordering of metadata of custom integrations from UI
AS IS:
I create an integration using REST API and add metadata to it.
If I need to add a new metadata field and I can only add it to the end of the list using REST API.TO DO:
Allow adding metadata to custom integrations from UI and change its ordering. Or at least allow to specify the order of metadata field via REST API.1 voteHi there!
Thank you for sharing your ideas with us!
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Karina from Product
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Salesforce Scheduler
We're now using Salesforce Scheduler for customers to book help sessions. I propose a new integration between Salesforce Scheduler and Playvox to automatically sync booked help sessions with agents' schedules in real-time. This integration will enhance the efficiency and accuracy of scheduling, providing immediate visibility into agent availability.
1 vote -
Call Back Functionality Reporting
We have introduced call back functionality in our inbound call centre and it would be fantastic if there was a report in Playvox which captures the amount of call backs that have been made
2 votes -
Having notification in Playvox for the usage of translator
Currently, we are using in our LiveChat, an AI translator which translates the messages as a live conversation.
In LiveChat, we see such messages as in the screenshot, where we have the notification that "Show original" which makes us identify that the chat has been translated.
However, in Playvox the messages we are seeing are as the trader is writing in his local language, and our response is in English, without any indication that the translator has been used in this chat. You can see in the screenshot how it shows now in Playvox.
Now the issue is that we…
1 vote -
Filter interactions with Bad rating from Kustomer
We need to create a filter to find interactions with Bad ratings from customer from Kustomer platform,
There is a filter 'CSAT attitude 2.0' on site: https://glovovl.playvox.com/activity", but it doesn't show results,Could you please add a tag "subreasons of CSAT 2.0." into the filter group 'Csat Secondary Question (CF)' ?
2 votes -
Notification filters for Slack Integration
Slack integration is great, but our TLs and managers are stating they get too many (15+) notifications every day. They would like to be able to filter for only certain situations, such as their TM has received an autofail, they have been added to a calibration, or their disputes have been resolved.
1 vote -
Zendesk Playvox App icon to reflect colour of status
Our agents currently use the Playvox app within Zendesk to choose from a list of statuses/tasks to indicate what they are working on. We would love if the colour corresponding to what they have selected to appear on the Playvox app icon to indicate their status without actually needing to open the widget. For example, if on a break status, the colour is yellow - an agent could view at a glance that their Playvox icon is yellow and therefore in a break status without needing to click into it to confirm.
1 vote -
OAuth
Allow for OAuth connection to integrations, in particular Five9 which doesn't allow for duplicate connections using username/pass. Results in constant failures of the connector without a dedicated integration login + the associated cost.
1 vote -
Extended integration with ServiceNow
We would like to have both "Global Category" and "Global Subcategory" fields imported as a filter in Playvox.
1 vote -
Filter conversations by number of messages
It takes quite some time to find conversations with enough content to be reviewed. My suggestion, which other platforms already have, is to have the ability to filter conversations by the number of messages (and the number of messages sent by a specific agent).
That way we could:
-Exclude really short conversations that don't have enough reviewable content.
-Exclude conversations that were handled by other agents and where the agent to be evaluated only did a minor thing (like sending a “goodbye” message or adding an internal note).
-Help the Analysts spend their time effectively.I think this filter should…
2 votes -
Allow Import of Salesforce Custom Objects to Playvox
Currently the only objects that are supported by the Standard Integration are: Case, Chat, Task, Event. Our Org (and presumably, other people's orgs) use custom objects for our Service teams, thus, having the ability to import custom objects into Playvox would be critical.
2 votes -
Microsoft Calendar
Our company has switched over from Google Calendar with Zoom to Microsoft Office 365. We are now using Outlook and Teams. When creating events we would like to continue to add the meeting Invite link in the Configuration Details so that it is added to the schedules of our agents calendars in Outlook. Is there an API in the works to link Microsoft Teams and Office 365 with Playvox in the same way it works with Google Email?
1 vote -
Integration with Drift
Integration with Drift chat platform https://www.drift.com/
2 votes -
Salesforce Service Cloud Messaging
My organization is moving from Zendesk Chat to Salesforce Service Cloud Messaging. Currently, Playvox WFM does not integrate with Messaging at all and cannot capture agent work activity. I would love to see the same level of integration with Messages that Playvox has with Zendesk Chat or Salesforce Chat (all associated metrics).
2 votes -
Speed up integration page loading times
We're having particular long waiting times when clicking into see the settings of some of our integrated apps. Slack, particularly, takes 20+ seconds to fully load.
Is there anything that can be done on the backend to improve this experience?
1 vote -
Dialpad Integration - Filter Field "Call Duration"
Our customer kineticeducation.playvox.asia wants to be able to filter by "Duration" of the call. They currently have Dialpad and want to have this option also in Playvox.
1 vote -
Salesforce Integration - Filters
Assurean Team has an integration with Salesforce and they want to have the option to add filters for Policy, Opportunity and Lead and Referral as part of the objects.
1 vote -
Intercom integration - filter by 'contact reason'
Ability to filter interactions by 'contact reason' for the Intercom connector
1 vote -
Integration with KHOROS. https://khoros.com/
Integration with KHOROS. https://khoros.com/
1 vote
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